- Create platform roadmap & vision - Mentor junior ServiceNow team members - Use on the ground approach to help solve business problems - Responsible for upgrades and testing - Hold meetings with external clients to help scope integration projects - Drive value on the platform with each license purchased - Design integration standard for ITSM process - Re-architect CMDB to allow better service for the healthcare industry

- Lead team of Business Analysts, Administrators, Developers, and Trainers - Lead daily stand-ups - Mentored junior staff on best practices on the platform - Responsible for platform architecture- Reported process to Executive Leadership in monthly sessions - Created yearly budget to guide towards vision

- Serve as ServiceNow Administrator/Developer for multiple clients - Hold weekly SCRUM meetings with clients to review and work through Backlog - Guide clients in best practices for utilizing the platform - Provide leadership through upgrade process - Design and deploy Update Sets to Production environments - Deep dive client instances to provide a meaningful Healthcareer on their platform - Guide customers through Upgrade process- Sponsor requirements gathering sessions with client groups to assist with building out the correct architecture

- Lead all technical aspects of project delivery and solution delivery including: Architecture, Application UI Configuration, Manage multiple workflow design- Lead efforts on Process, solution design & integration in support of implemented and new processes- Scripting in the ServiceNow platform using JavaScript including: Business Rules, Client Scripts, UI Actions, UI Pages, etc.- Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including scripting of each- Work with departments to drive development and execution of the ServiceNow project activities by working with the project team to define, sequence and estimate duration of project activities and duration of schedule to meet project objectives- Development of required client specific reporting- Drive the continuous improvements of our implementation methodology and service offerings based on client experiences- Functional knowledge and experience with IT Service Management (ITSM) processes: Incident, Problem, Change, Release, SLM, Service Catalog, CMDB, Asset, and Knowledge Management

• Create Business Requirement Documents for client approval• Create Technical Workbook for Item creation• Analyze legacy system data to help consolidate and improve efficiency on the ServiceNow platform build• Utilize Item Designer to create Request Items for Service Catalog in ServiceNow• Transition new clients to the ServiceNow platform• Perform Q/A work with integration team if 3rd party integration is needed• Meet with clients to get approval on finished design• Build Service Catalogs within ITSM

• Created a process that lead to an 18% increase in the amount of applications that were packaged • Suggested feature enhancement to web application that gave client progress information which was replicated to all clients globally• Aided in development of SharePoint deployment that tracks applications through packaging process

• Modeled feature enhancements and sent to 3rd party software provider for inclusion in next release• Developed many custom scripts to pull data that became a part of the Dell Intellectual Property folder• Implemented software in client datacenter to assess virtualization fit• Presented findings to clients• Aided in the product development of the offering from conception

• Transitioned new clients to use Dell Best Practices built around ITIL• Coordinated client acquisitions, divestitures, and mergers into Dell’s custom BMC Remedy solution• Reviewed Master Service Agreements and Statements of Work to develop project plan that abided by the timeframes and SLA’s set forth • Guided project team towers to ensure delivery of necessary services pre and post go-live

• Trained new customer service agents• Audited agent phone calls• Facilitated classroom trainings• Developed curriculum using Microsoft PowerPoint and Adobe Captivate• Help tower meetings with teams to ensure understandings of tasks and objectives